Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?
On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote: We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35. Management is now asking me to enable full text searching on the sites so we can search inside the body of the tickets. From what I've read, our current configuration won't support it due to MySQL 5.5.x not supporting it natively. MySQL has supported fulltext indexes since version 5.0. What makes you think otherwise? Mark -- My blog: http://mark.goodge.co.uk -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?
On 13/03/2014 14:32, Kevin Falcone wrote: On Thu, Mar 13, 2014 at 02:06:40PM +, Mark Goodge wrote: On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote: We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35. Management is now asking me to enable full text searching on the sites so we can search inside the body of the tickets. From what I've read, our current configuration won't support it due to MySQL 5.5.x not supporting it natively. MySQL has supported fulltext indexes since version 5.0. What makes you think otherwise? It supported InnoDB Full Text indexing in 5.0? No; you need to use MyISAM until 5.6. But that should not be an issue here; I know that RT uses InnoDB by default but there should be no reason why the table you want to search can't be converted to MyISAM. Mark -- My blog: http://mark.goodge.co.uk -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Why RT?
As part of a report I'm putting together for our management, I'd appreciate comments from other RT users as to why you chose RT over other ticketing systems. In particular, I'm interested to know what features/benefits RT provides you as compared with other open source ticketing systems such as osTicket and OTRS. All comments gratefully received! Cheers Mark
Re: [rt-users] Change text in tickts using database
On 19/10/2012 08:00, Juanjo wrote: Thanks. But i don´t see the email content, only see the headers. I´m looking to change the content of the messages. I see in the attachments tab, a column called content, but says (trough phpMyAdmin) Binary Not Edit!! That's because (as I said in my previous reply), it's a LONGBLOB data type as it can also contain images and other forms of attachments. However, when the content is text (either text/plain or text/html) it's perfectly possible to edit it. If you browse the Attachments table using phpMyAdmin and select Full texts and Show BLOB contents in the options, you will be able to view the contents of the Content column without any problems. You can also see the contents of that field if you view the table using MySQL on the command line. You will, however, need to use a tool other than phpMyAdmin to edit it, as phpMyAdmin won't allow direct editing of a binary column. There may be other MySQL administration packages that will do it, although I'm not able to recommend one as I'm only familiar with phpMyAdmin. Personally, I would write my own interface to do it using the scripting language of my choice. However, if you're not familiar enough with MySQL in general to be able to use it without phpMyAdmin (eg, via the command line or from a scripted interface), then you are not yet experienced or knowledgeable to be editing tickets in RT directly on the database. That sort of thing requires a reasonably advanced level of MySQL ability, and if your only exposure to MySQL is through an intermediary administration tool like phpMyAdmin then you are not at that level. Mark Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Change text in tickts using database
On 18/10/2012 15:58, Juanjo wrote: Hi, I have to change some test inside the tickets directly on database. I don´t find where are the comments, or the emails body that we send to rt or create trought web. Could you tell me what table and what comun have this data?? It's in the Content field in the Attachments table. This is keyed to the Transactions table via TransactionId, and the Transactions table in turn is keyed to the Tickets table via ObjectId. Note that the Content field in Attachments has a LONGBLOB data type, and will also contain binary data where relevant (eg, an image attachment). So be careful when editing it, as you can easily create problems for yourself! The table has a ContentType field which will tell you what kind of data is inside Content. (Disclaimer: the above relates to RT v 3. It may be different for other versions). Mark -- Sent from my Turing-Flowers Colossus http://mark.goodge.co.uk Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Email notification of updates
This is possibly a FAQ, but my Google-fu is failing to find me the answer and RTFM isn't helping either, so I'm asking here :-) How do I configure RT to notify me by email when someone else updates a ticket that I own? Mark -- Sent from my Turing-Flowers Colossus http://mark.goodge.co.uk
Re: [rt-users] Email notification of updates
On 10/08/2012 15:32, k...@rice.edu wrote: On Fri, Aug 10, 2012 at 03:22:52PM +0100, Mark Goodge wrote: This is possibly a FAQ, but my Google-fu is failing to find me the answer and RTFM isn't helping either, so I'm asking here :-) How do I configure RT to notify me by email when someone else updates a ticket that I own? Mark It does that in the default configuration that is shipped with the software. OK, then my question needs to be reworded: How do I re-enable it for individual users when it's disabled generally on a sitewide basis? Mark -- Sent from my Turing-Flowers Colossus http://mark.goodge.co.uk
Re: [rt-users] Email notification of updates
On 10/08/2012 16:23, k...@rice.edu wrote: On Fri, Aug 10, 2012 at 03:44:23PM +0100, Mark Goodge wrote: On 10/08/2012 15:32, k...@rice.edu wrote: On Fri, Aug 10, 2012 at 03:22:52PM +0100, Mark Goodge wrote: This is possibly a FAQ, but my Google-fu is failing to find me the answer and RTFM isn't helping either, so I'm asking here :-) How do I configure RT to notify me by email when someone else updates a ticket that I own? Mark It does that in the default configuration that is shipped with the software. OK, then my question needs to be reworded: How do I re-enable it for individual users when it's disabled generally on a sitewide basis? Mark Make a scrip based on the disabled Email change notification scrip to send it only when a particular Email/user is involved. That sounds like an awful lot of effort for something that I would expect to be configurable within the individual users' preferences! Mark -- Sent from my Turing-Flowers Colossus http://mark.goodge.co.uk
Re: [rt-users] unsubscribe
For the benefit of everyone who wants to unsubscribe, but has misplaced their original information email and can't access the headers of their email: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Mark -- Sent from my Turing-Flowers Colossus http://mark.goodge.co.uk
[rt-users] IE9 and WYSIWYG editor
We seem to have a problem with the wysiwyg editor in RT3 with IE9. When trying to paste, a pop-up box appears which then hangs. I haven't seen this before on any other browser (it didn't happen on IE8, and it doesn't happen with Chrome or Firefox). Has anyone else seen this issue, and, if so does anyone have any suggestions for resolving it (that don't include either not using wysiwyg, using a different browser and rolling back to IE8)? Mark -- Sent from my Babbage Difference Engine http://mark.goodge.co.uk http://www.ratemysupermarket.com RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] White screen when logging it RT 3.8.6
On 13/09/2011 09:14, Warren du Toit wrote: Hi There, Two days ago I was working within RT as I do on a daily basis and I noticed that the ‘Owners’ had disappeared. My attempt at fixing this, I rebooted the Server where RT is hosted. The next time I logged on, I got a blank white screen and so does any other user logging in. Could you please provide me with a solution to this problem? Sounds like a corrupted MySQL database. You'll need to use your preferred MySQL administration system (eg, phpMyAdmin, MysqlFront, HeidiSQL, or the command line) to check for corrupted tables and repair them. Mark -- Sent from my Babbage Difference Engine http://mark.goodge.co.uk http://www.ratemysupermarket.com RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Re-opening tickets as 'nobody'
Hi, How can I configure RT so that a ticket which has previously been assigned to a user and resolved is automatically re-assigned back to the default of 'nobody' if re-opened by an incoming email? To give some background on this request, we've recently switched from a normal, 9-5 weekday only working week for customer services to an extended hours 7-day operation. What that means is that if a customer replies to a ticket which has previously been closed, the CS rep who originally dealt with it may not be on shift when the reply comes in. So, instead of opening back up in their own queue, we want all re-opened tickets to appear in the default queue so that they're available to be taken by the first person who is free to deal with it. I'm not an RT expert, so if this kind of thing is already answered in the documentation then feel free to just point me at the right place. Cheers Mark -- Sent from my Babbage Difference Engine http://mark.goodge.co.uk 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Outgoing attachments not sent
Apologies if this is a FAQ, but I've searched the online documentation and can't find any reference to it! For some reason, we can't seem to send out attachments using our installation of RT. Clicking reply and then adding an attachment seems to work, and the attachment is stored with the ticket after the reply has been sent, but the recipient doesn't get it and there's no evidence that it has actually been emailed to them. Is there some config setting that I need to change in order to enable the sending of attachments with outgoing emails? Thanks mark -- http://mark.goodge.co.uk
[rt-users] Variable 'MyOrg' in email subject
By default, RT generates a subject line for outgoing emails in the form of [MyOrg #ID] user-subject How can I configure RT so that the value for 'MyOrg' is different for different queues? The reason for doing this is that we have one installation of RT for an umbrella organisation which handles customer support for a number of subsidiaries. Each subsidiary has a customer service address in the form of 'supp...@thissubsidiary.tld', and inbound email for these is directed to the relevant RT queue. What we need, therefore, is for the auto-responses that RT generates to use the appropriate subsidiary name in the ticket subject, not the name of the umbrella company. What's the best way to achieve that? Thanks Mark -- http://mark.goodge.co.uk RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Variable 'MyOrg' in email subject
On 30/09/2010 08:40, Guadagnino Cristiano wrote: Mark, we do this by setting the subject tag in the queue configuration. Ah, great, that seems to do exactly what we want. Cheers Mark -- http://mark.goodge.co.uk RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
